Leads and directs the customer care center within CNA. Responsible for ensuring effective delivery of service to all levels of internal and external customers. Collaborates with leadership and directs teams to assure strategic, operational and developmental goals of the functional area are met.
Essential Duties & Responsibilities
Performs a combination of duties in accordance with departmental guidelines:
1.Leads and directs the work activities and has full management accountability for the performance and development of subordinate staff in accordance with corporate strategic direction.
2.Establishes and maintains strong collaborative relationships with internal and external customers. Assists subordinate supervisors in resolving high visibility problem cases or issues, acting with a sense of urgency and taking accountability for resolution.
3.Champions process improvements that cut across organizational lines. Plans and delivers improvement projects managing scope, timeline, resources and business outcomes.
4.Develops new tools and reports to aid in data collection, analysis and strategic planning to achieve superior results. Coaches others in the use of metrics-based decision making.
5.Develops financial plans and budgets and establishes strategic and performance goals. Actively manages staffing levels, headcount and productivity to optimize service delivery.
6.Responsible for staying up to date on trends and developments within functional area of expertise as well as the insurance industry. Anticipates industry changes and offers innovative solutions.
7.Sets appropriate stretch goals that drive industry leading service. Ensures
strategic plan implementation is consistent with department/corporate goals,
policies, quality assurance and growth objectives. Ensures customer satisfaction, quality and financial results are met.
8.May perform additional duties as assigned.
Skills, Knowledge & Abilities
1.Strong knowledge of the insurance
industry and in depth knowledge of the organization's products, policies and
procedures, stays informed on relevant insurance industry trends.
2.Proven ability to effectively lead and motivate others in accomplishing established
goals, builds a competitive organization by attracting, managing, developing
and retaining the talent needed to win.
3.Strong strategic orientation and business planning skills with the ability
to develop clear business plans aligned with business strategy.
4.Excellent analytical and problem solving skills.
5.Strong communication and presentation skills both verbal and written.
6.Ability to travel to field locations as necessary.
7.Ability to drive strategy and implement innovative solution to outperform
the competition and drive top and bottom line growth.
8.Ability to implement systems, processes and procedures that improve the customer experience and result in profitable growth.
9.Uses Metrics and information analysis and accesses technology resources as
10. Value driven to provide superior solutions to internal and/or external
11. Acts with a sense of urgency to advance priorities of the
12. Helps other to excel through collaboration and building strong
13. Thinks creatively and uses diverse ideas to solve problems.
14. Raises expectations of self and others by continuously learning and
broadening industry and technical skills.
Education & Experience
1.Bachelor's Degree or equivalent work experience.
2.A minimum of 10 years' Contact Center experience preferably in the P&C Insurance field but not required, including 5 plus years of leadership experience leading front line leaders.